Engaging with Support: Expectations and What to Provide

Overview:

The main mission of the Kinetica Support Team is to effectively assist our customers with any issues that may result from the utilization of Kinetica to resolution.

To facilitate and accelerate the time to resolution, there are certain items that can be provided during the support ticket creation that would allow us to start working on the problems as soon as the ticket is received.

They are as follows:

Type

Specify - Question, Incident, Problem or Task.

Priority

Specify - Low, Normal, High or Urgent

Kinetica Version and Build

Specify Version/Build: I.E. - "6.2.0.21"

Description

Problem description: A detailed, concise description of the issue; should include but not limited to:

Errors: Received Errors

Steps to reproduce: Steps followed to get to the Errors described

Attachments:

Logs

Code Samples

Sample Data

Anything else that might aid in the investigation

Conclusion:

The provisioning of the above items, will aid support in investigating and resolving issues in a timely fashion for our customers. Extraneous communication in order to obtain these items not provided to Support upon ticket creation may cause unnecessary delays in ticket processing. Our thought should be the more that is provided to support upon ticket creation, the better!